2026-308-029 - Recommendation 9

In June 2025, we notified the Director, SB/SE Division, Collection Inventory Delivery and Selection, of our concerns that the ACS function’s automated chatbot is not providing taxpayers with adequate customer service in certain situations. Specifically, our concerns were that taxpayers are not having their inquiries and issues adequately addressed through the chatbot’s self-help options due to technical problems. We recommended that the IRS update the broken links and insufficient responses within the ACS automated chatbot and its word bank to recognize keywords and questions. We also recommended that the IRS implement the ability to enter keywords or questions for the Spanish language version, allowing for consistency in both versions of the chatbot.